Yolo Federal Credit Union is looking to hire a Director of Support Services who will play a critical leadership role in overseeing the operational support infrastructure of the Credit Union, ensuring the seamless delivery of financial services to members. This position is responsible for managing multiple functions, including:

• Project management
• Records management
• Card services and Electronic Funds Transfer (EFT)
• Vendor relationships and facilities
• Mail operations

It is essential that the Director of Support Services be a highly collaborative, emotionally intelligent leader who excels at building and developing teams, driving process improvements, and increasing efficiency through automation, workflow enhancement, and resource organization. The incumbent must have a strong commitment to internal service excellence, thus creating an exceptional member experience. The Director of Support Services will be regarded as a role model within management and set the standard for servant leadership. The ability to navigate complex interpersonal dynamics and build trust at all levels is critical to success in this role.

Essential Duties and Responsibilities:

Under limited supervision:

• Lead, manage, and continuously develop the Support Services team to ensure alignment with organizational goals and service standards. Lead by example to champion internal service delivery.
• Foster a collaborative, inclusive, and high-performing team environment; lead with empathy and accountability to support employee engagement and retention. Provide clear direction, regular feedback, professional development opportunities to team members and promote retention.
• Leverage data and analytics to monitor performance, identify trends, measure success, and drive informed decisions that improve both internal and external service delivery.
• Oversee the management and optimization of the credit and debit card portfolios, including associated rewards programs.
• Design, implement, and refine processes that enhance efficiency, reduce costs, and maintain or exceed service standards.
• Effectively manage fintech and payment partners (e.g., Visa, Velera, AmpliFi, Zelle, Allied) to ensure high-quality service delivery and innovation in payments.
• Direct EFT activities including ACH, check processing, domestic and international wire transfers, A2A (Account-to-Account), and P2P (Person-to-Person) payment systems.
• Ensure operational efficiency, risk mitigation, and adherence to applicable regulations, while maintaining compliance with applicable federal and state laws as well as Credit Union policies.
• Lead the management of a comprehensive records management program, including document imaging, storage, access, and destruction.
• Maintain the security, confidentiality, and accessibility of critical members and business records, including disaster recovery planning.
• Manage the fulfillment of legal requests such as levies, subpoenas, and government record retrievals with timeliness and compliance.
• Oversee member research functions, ensuring efficient resolution and exceptional member experience.
• Manage the processing of incoming and outgoing mail, including the secure handling of deposits, loan payments, and communications. Continuously optimize mail services for efficiency and reliability.
• Manage vendor contracts and performance for services such as landscaping, janitorial, and HVAC, ensuring quality and cost-effectiveness.

Requirements:

*Must be authorized to work in the United States. Must be located within 50 miles of Yolo County, CA or must be willing to relocate

QUALIFICATIONS:

This role requires a demonstrated ability to lead with innovation and drive continuous improvement initiatives, in addition to strong analytical skills and proficiency in using data to inform strategy and decision-making. The incumbent must possess the ability ability to effectively manage multiple priorities and thrive in a fast-paced environment. The ability to effectively manage multiple priorities and thrive in a fast-paced environment is essential.

SUPERVISORY RESPONSIBILITIES:

The Director of Support Services will have multiple direct reports and must carry out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, training, and coaching employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; and addressing complaints and resolving problems.

EDUCATION and/or EXPERIENCE:

Bachelor's degree in Business Administration, Management, Leadership, Finance, or a closely related discipline is strongly preferred. Seven to ten years of progressive leadership experience in Operations or Support Services, ideally within a financial institution, including direct supervision of four or more employees, is required. Demonstrated success in leading cross-functional teams and fostering employee growth and development is essential.

LANGUAGE SKILLS:

Ability to read and interpret documents such as operating policies and procedure manuals. Ability to comprehend instructions, correspondence, memos, vendor and member documents. Demonstrated ability to compose professional correspondence and reports, and to effectively convey information in one-on-one and small group settings to members of the public, credit union members, and colleagues.

MATHEMATICAL SKILLS:

Demonstrated advanced proficiency in performing complex financial computations in order to support data-driven decision-making. Ability to leverage a strong foundation in algebraic principles to solve multifaceted business problems, model financial outcomes, and identify optimization opportunities. Ability to utilize sophisticated spreadsheet tools to develop dynamic models, streamline reporting processes, and deliver actionable insights to executive leadership.

REASONING ABILTY:

Ability to apply independent, evidence-based judgment to oversee and improve support services across the organization. Interpret and execute complex instructions whether written, verbal, or visual—with precision and efficiency. Effectively address challenges involving multiple variables by applying practical reasoning and operational insight, ensuring consistent, high-quality support that aligns with Credit Union standards and member expectations.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand, walk, and sit. The employee frequently is required to reach with hands and arms and talk or hear. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, color vision, peripheral vision, and ability to adjust focus.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. Occasional travel to branch offices or professional development events may be necessary.

Salary : $84,830 - $106,040